Big Problem with log in Microsoft Authenticator

Hello Giorgos Kalogrhas,

Thank you for reaching out to the Microsoft Community.

I'm sorry to hear that you're having trouble accessing your Microsoft 365 Business account due to the issue with your phone.

Firstly, you can try using a different authentication method, such as a verification code sent to your phone or email. To do this, select "Use a different verification option" on the sign-in page and follow the prompts.

Secondly, to regain access to your account, please try the following steps:

1. Go to the Microsoft account recovery page: https://aka.ms/sspr
2. Enter the email address associated with your Microsoft 365 Education account and follow the prompts to verify your identity.
3. Once you have verified your identity, you will be given the option to reset your password.
4. After resetting your password, you should be able to log in to your Microsoft 365 Business account.

If you're still facing issues after these steps, you need to contact your Organization's IT administrator to for further assistance. If necessary, they can create a support ticket on your behalf.

This is the official document that applies to the Global Administrator reference: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

Please note that, as a community moderator, I have limited permissions, and resolving this issue may require special permissions. This is why I suggest contacting your email administrator or Microsoft 365 for Business support.

Once your organization's IT administrator has reset MFA for your account, you may need to set up two-step verification again.

You can also go through the Frequently Asked Questions (FAQs) - Microsoft Authenticator FAQs - Microsoft Support

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For an end user's or an alternate IT administrator's MFA situation, if necessary, the Office 365 Global Administrator of the related organization can also contact Microsoft's frontline support team via an open service request from the admin center for further resolution of the situation related to end-user two-step verification.

After diagnosing the scenario, our technical support team can provide possible information and guidance on your part to the administrator.

For this standard process, here's the official Office Global Administration Reference document: Get support - Microsoft 365 admin | Microsoft Learn (online option).

For a Single IT Administrator account's MFA situation, you need to contact the Data Protection team because we are from the community team and our forum is available to the public. So, I regret to inform you that we are not allowed to reset or recover any administrator account for data privacy reasons. In addition, we have limited resources and privileges to review account-related scenarios. The Data Protection Team is the only support team that can verify and reset or recover the account. To find the contact number for the Data Protection team, check Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn and Customer service phone numbers - Microsoft Support

Please note that when you call the support hotline during local office hours, the initial response will be handled by an automated system. After providing the necessary information, it should transfer you to a support agent.

Please ensure you use the phone number registered with your account at the time of purchasing the tenant. During the phone call, you may need to provide information related to your subscription, such as your company name, billing details, registered phone number, and alternate email address. This will help the support team address your account and subscription-related inquiries more effectively.

Here are some important notes:

Please note that since forum community moderators do not have any permissions or resources to verify and run any backend processes in this public community for the user account login scenario with MFA or reset the user account password. Because this case is insensitive and related to the security of the email account. This entire case can be verified by a dedicated support team from your backend resources. But at least we can try to provide the necessary direction for the aforementioned scenario.

End users should contact the Office 365 global administrator of their respected company, school, or university organization to perform some standard process and connect with the frontline support team for further resolution.

If an organization's Office 365 Business/Business/Education subscription is from a syndicated partner or reseller, and if the global admin can't open the service request on your end, you might need to contact the reseller's support provider so that they can help the global admin open the service request on your ultimate heir. after the Office 365 support team participates in the service request created.

Note that the above information applies to Microsoft 365 Business Basic/Standard/Enterprise (E3/E5)/Microsoft 365 Education subscription services.

If I don't understand your initial description, you need to correct me with a brief piece of information, for example, if you are an admin person for this mentioned scenario. Because this information will help us to give more instructions for the administrator account scenario. But, you need to share more information about it first.

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If your email account has been associated with different subscription services, such as Office 365 Family/Personal/Home & Business/Home & Student/Outlook.com, you must provide information about your subscription for further instructions. Since there are several different types of Microsoft accounts and subscriptions, they have different service and support options.

I would greatly appreciate your valuable cooperation and valuable time.

Sincerely

Feroz Mahmud | Microsoft Community Moderator

Thank you for the prompt response. The issue I am facing is not with the password; I know the password. The problem occurs when I log into my account, and it asks me to enter a two-digit number in the Microsoft Authenticator app. However, the authenticator is not working after I changed my mobile phone.

Since you have changed your phone, you need to reset MFA. Please contact the administrator for assistance. If you are the only administrator, the Data Protection team can help you reset your account.